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It's more than a job

When you work in Freight Logistics and Operations at Kuehne+Nagel, you play a key role in optimising processes and ensuring that inventory and shipments move efficiently. But that is not all. Your work also helps ensure that vital medicines reach patients on time and supports other essential deliveries, from wind turbines to semiconductors. At Kuehne+Nagel, our contribution counts in more ways than we imagine.

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The Air Logistics Customer Care Manager (ZA-C) is responsible for implementing and managing the Customer Care strategy on a Area level as well as continuously optimizing the customer service resulting in customer excellence. The job holder is leading the Customer Care teams in muiltple locations who are responsible for direct interaction with our customers, encompassing but not limited to; proactive customer service, problem solving, customer follow up, interaction with our sales colleagues and equally as important, ensuring that our Operational Care Centers (OCCs) have all of the necessary information (including systematic information) to be able to execute on our customers behalf.

The Area Customer Care Manager (ZA-C) is therfore responsible for the customer retention and also business growth by direct actions (eg spot quotation, upselling) as well by collaboration and cooperation with sales (Global team, national sales and BU sales).

The ZA-C, in coordination with the ZA-O and the National Management, is also responsible to optmize the resources (eg people and facilities) to match our customers needs. Customer Experience is directly linked to the ZA-C's role and responsibilities.

How you create impact

+ To provide leadership and direction to the Customer Care Locations

+ To take ownership and ensure the implementation of a Customer Care strategy in location

+ To ensure close cooperation with Operational/Revenue Care Center managers and other stake holders (eg general management and sales) for an optimized customer experience

+ To actively manage interfaces and information / knowledge exchange between our customers and amongst KN teams

+ To focus on continuous improvement on processes and controls aiming for a consistent customer centric model

+ To focus on customer retention for the Airfreight account portfolio

+ To develop and on-board new customer opportunities, including direct visits to customers

+ To focus on customer satisfaction through a high level of service quality

+ To ensure service excellence by leveraging a high level of forwarding and market knowledge.

What we would like you to bring

+ A minimum of **5–10 years of hands-on experience** in freight forwarding, with a solid understanding of international logistics, air export operations, and customer service best practices.

+ **Leadership** – Proven ability to lead by example, influence others, and drive team performance. This role requires managing a team of **10–20 personnel** across **four operational sub-divisions** , ensuring alignment, productivity, and continuous development.

+ **Effective Communication** – Strong verbal and written communication skills to ensure clarity, collaboration, and professionalism across teams and with clients.

+ **Customer Solutions Orientation** – A proactive approach to understanding and addressing customer needs with tailored, effective solutions.

+ **Customer Centricity** – Demonstrates a deep commitment to delivering value and satisfaction to customers at every touchpoint.

+ **Change Management Mindset** – Comfortable navigating and supporting organizational change with a positive and flexible attitude.

+ **Critical Thinking** – Applies logical reasoning and sound judgment to analyze situations, solve problems, and make informed decisions.

+ **Adaptability** – Demonstrated ability to adjust to shifting priorities and dynamic work environments.

+ **Positive Language Use** – Maintains a constructive and professional tone in all interactions.

+ **Continuous Improvement** – Shows initiative in seeking feedback and opportunities for personal and professional growth.

+ **Time Management** – Capable of prioritizing tasks effectively to meet deadlines and maintain productivity.

+ **Conflict Resolution** – Skilled in identifying issues and resolving them diplomatically and efficiently.

What's in it for you

At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility. The target salary range for this position is between $60K and $70K. Base salary is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, skills, job location, internal pay equity, and other relevant business considerations. Kuehne+Nagel reviews pay ranges regularly to ensure competitive and fair pay based on industry market data. #LI-SB1

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.

Kuehne + Nagel is an equal employment/affirmative action employer. If you require an accommodation for any part of the online application process due to a disability, please contact the Employee Services HR Help Desk at 1-800-267-1326 during the hours of 8:00am - 5:00pm EST; Monday through Friday or via e-mail at: [email protected] with the nature of your request. We will answer your inquiry within 24 hours.